The objective of this challenge was to create a redesign proposal for the web flow of the Madrid Transport Consortium. The project was developed in April 2023, with a specific focus on the Tickets and Fares section. To inform the proposal, information was gathered about Madrid, its population, the Consortium, and its interactions with users.
When defining the opportunity for improvement, I focused on a specific problem that addressed the needs identified in my research. The issue of managing fare zones and top-ups has caused anxiety and uncertainty among users, who often feel they are losing both money and time.
Top-ups come with an expiration date; if they are not used, the funds are forfeited. During the COVID period, efforts were made to process refunds for unused top-ups; however, these efforts proved insufficient, resulting in numerous complaints from users about the handling of the situation.
Although the consortium provides an app for loading cards, it has not resolved the issue, as the app is not very intuitive and requires specific technology to use. Furthermore, users must visit management offices located throughout the city for additional card management tasks. While the website allows users to book appointments in order to reduce waiting times, the inability to complete certain tasks online adds to users' feelings of anxiety due to poor time management.
The project continues by reanalyzing the rates and zones to create wireframes for the improvement opportunity identified in the research.
Wireframes
Wireframes have been developed for a mobile application that takes a mobile-first approach. This project aims to enhance the Madrid Transport Consortium's website, enabling users to manage their accounts, cards, and passes more efficiently. We propose discontinuing the current app used for loading cards and instead integrating a user-friendly section that will be easily accessible on both desktop and mobile devices.
Card payment
When the user logs in, they can navigate to "My Cards" to add and load their card. To identify their zone, they need to enter their card number. Additionally, they have the option to assign a recognizable name to each card they add.
Users can manage multiple cards from their account, which is useful for situations like having a card for a child or a grandparent. Since fares have a specific validity period, the user can choose to activate the recharge for their card whenever necessary.
Buy an area extension
To purchase an area extension, the user should access the "Buy Area Extension" option. Here, they will need to select the card they wish to load and their subscription zone before choosing the complementary zone.
After selecting the zone to load and the type of ticket to pay for, a list of extension options along with their corresponding prices will be displayed.
